Refund Policy

No Returns or Exchanges

All sales are final. Due to the nature of live plants, we do not accept returns or exchanges. When you purchase from hoyacuttings.com, you acknowledge that buying live plants carries inherent risks.

Damages & Issues

We take great care in packaging our plants to ensure they arrive safely. Every plant is inspected before shipping.

If your plant arrives significantly damaged due to packaging or shipping mishaps, please contact us immediately at info@hoyacuttings.com.

To be eligible for a resolution, you must:

  • Inspect your order upon arrival.
  • Submit a claim on the day of delivery with clear photos or video proof of the plant, packaging, and shipping label.
  • Include your order ID and a description of the issue.

Failure to provide proof on the day of delivery will result in claim denial.

Refunds & Replacements

Refunds and replacements are only available if your order includes Route Package Protection.

  • If you opted into Route Package Protection at checkout, you can file a claim for lost, stolen, or damaged plants through Route’s Claims Portal.
  • If your claim is approved, Route will refund your order according to their policy.
  • If you did not add Route to your order, we cannot offer refunds or replacements for lost, stolen, or damaged packages.

Please note:

  • Refunds will not be issued for damages caused by extreme weather conditions if the buyer requests shipment despite temperatures outside our safe shipping range (below 40°F or above 95°F), when we would typically hold orders.
  • Minor cosmetic imperfections, such as leaf loss or stress-related changes, are normal and not covered.
  • Once your plant arrives safely, its care becomes your responsibility. While we do not offer refunds beyond the delivery day, we’re always happy to provide guidance and support.

Shipping Refunds & Adjustments

Yes, we combine shipping! Multiple orders are automatically combined whenever possible, and any shipping overages are refunded based on the total cost (weight and size of the package).

If additional plants are added to an existing order before it has been inspected and shipped, a shipping adjustment may be applied to account for any changes in package size or weight.

Weather Restrictions

We typically do not ship orders if the temperature is below 40°F or above 95°F (day or night, at our location or the destination).

Exceptions: If buyers request shipment despite unsafe weather conditions, they assume full responsibility. No refunds or replacements will be provided if the plant arrives damaged or dead due to extreme temperatures.

By placing an order with hoyacuttings.com, you agree to these terms.